Fundamental to the success of any customer solution is a solid foundation of research with deep insights into customer preferences and unmet needs. Our team conducted interviews, usability tests, and led a cross-functional team through the solution architecture, wireframing, sketching and prototyping. Based upon our learnings, we created personas representative of Kroger customers for an increased level of empathy as we developed a solution to meet their needs. One significant opportunity to reduce wait time was to streamline the prescription notification process to customers. Within just a few weeks, this insight led to the development of a privacy-compliant text message notification option to simplify the process and remove pain points for both customers and employees. By including a link to information, customers would be able to quickly find information on the company website, and eliminate the need to call the pharmacy.